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Has the emergence of social technology been faster than the roll out of other advanced technologies like CRM and ERP and why? I have recently been reading a dense technical book from 1990 with the improbable title (for CRM), The Rise and Fall of Infrastructures — Dynamics of Evolution and Technological Change in Transport, by […]

Paul Greenberg recently wrote about the phenomena of companies declaring themselves to be focused on customer experience, and graciously giving them the opportunity to put up or shut up. Get Satisfaction was referenced in the esteemed list of companies who are at the forefront of this trend and I am here today to take care […]

Every year around this time, I like to do a tour of companies, mostly startups, in Silicon Valley. It’s a chance for me to get annual pulse on new trends in “the valley”. Silicon Valley is like no other place. When I grew up there many years ago it was a much different place. […]

Showing signs of growth through 2013 and beyond, the latest round of CRM forecasts illustrate how quickly behavioral and predictive analytics, greater usability, integration with social media and mobility are transforming this market. Even with the most usable, easily learned CRM systems, enterprises at times struggle with adoption rates however. That problem has venture capitalists […]

The Foreigner hit tells the story of a fan who could not get into a show, but even standing outside in the rain, was so inspired by the music that he bought a used guitar the next morning and went on to become a rock star. Does your event aspire to create similar Jukebox heroes? […]